A Practical Guide to Call Center Technology

5.0: PROPOSAL

5.0 PROPOSAL

  1. Descriptions for varying scenarios and vendor options follow. The vendor should provide estimates for each of the following combinations of these variations. Sections 5.1 - 5.9 should be responded to for each Option.

    Option 1:

    Scenario 1 with Vendor Option 1

    Option 2:

    Scenario 1 with Vendor Option 2

    Option 3:

    Scenario 2 with Vendor Option 1

    Option 4:

    Scenario 2 with Vendor Option 2

    Option 5:

    Vendor Option 3

    In all estimates, include recommended development environment and testing laboratory hardware and software in your responses. Appendix E, the sample detailed transaction, is intended to provide the vendor with a sense of the level of complexity and functionality which will be expected in each transaction.

    Scenario 1

    Scenario 1 includes all functionality included in the following sections only:

    Section 2.1.1

    Event and activity tracking

    Section 2.1.4

    Letter Generation

    Section 2.1.5

    Screen navigation and Context Sensitive events

    Section 2.1.6

    On-line User Help or reference information

    Section 2.1.7

    Scripting (Dialogue)

    Section 2.1.8

    Screen design capabilities

    Section 2.1.10

    ATM and branch location capabilities (does not include on-line graphical map capability)

    Section 2.1.16

    Miscellaneous

    Section 2.1.17

    Reporting

    All Overall Requirements described in section 2.3 except Store and Forward

    In addition, the estimate should include the above functionality only for the following Top Events as described in Appendix C:

    • Verify account activity

    • Overdraft research

    • Changes to service charges/ product type

    • Copies of checks/statements

    • Stop payments

    • Balances

    • Error resolution

    • Provide Branch/ATM information

    For further clarification, see pages 1-6 of Appendix B, Key Concepts.

    Scenario...

UNLIMITED FREE
ACCESS
TO THE WORLD'S BEST IDEAS

SUBMIT
Already a GlobalSpec user? Log in.

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.

Customize Your GlobalSpec Experience

Category: Billing Software
Finish!
Privacy Policy

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.